Teams at MSM Technology, LLC

Provides advanced technical support and escalation management for endpoint devices, Windows systems, enterprise applications, authentication, and access issues. Responsibilities include ServiceNow queue management, laptop imaging and deployment, endpoint lifecycle management, patching, vulnerability remediation, scripting, documentation, and mentoring junior technicians. The role requires enterprise IT support experience, strong troubleshooting skills, and relevant IT certifications.

Monitor and manage critical IT events and incidents in a 24/7 environment, including shift and on-call coverage. Own account-level IT and network strategies, present technical solutions to clients and technical teams, document best practices, and support multi-platform, multi-vendor data center and distributed computing environments. The role requires independent problem solving, innovation, and contributions to performance metrics and deliverables.

Provides first-level technical support, resolves and escalates customer issues, documents incidents, produces activity reports, and follows problems through closure. Investigates system issues independently and supports security compliance by assessing vulnerabilities, implementing controls, and reviewing security logs. The role also recommends process improvements and requires systems administration, help desk, and Jira experience.